Customer Success Manager
At a glance
Mid-level Customer Success role at WATI.io. Kuala Lumpur.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Manage high-value client accounts, building durable relationships with decision-makers and stakeholders
- Run quarterly business reviews and check-ins that connect product usage with customer goals
- Protect renewals by tracking contract dates, satisfaction, and customer return on investment
- Spot account-growth opportunities and match changing client needs to relevant Wati offerings
- Keep health scores, forecasts, CRM activity, and customer feedback accurate across internal teams
What you bring
- At least six years in customer success, account management, or consulting within SaaS or technology
- A record of retaining customers, renewing contracts, and growing existing accounts
- Strong business judgment plus the ability to turn client objectives into practical plans
- Confident English communication and presentation skills for business reviews and executive discussions
- CRM experience, with English fluency and Malay, Mandarin, or Cantonese preferred
Who this fits
This role suits a consultative customer success professional who can manage strategic accounts, lead executive conversations, and coordinate with product, support, and onboarding teams. You will work onsite in Kuala Lumpur, Malaysia. Experience with Shopify merchants, WhatsApp Business API, or CRM and MarTech tools would be useful.
From the employer
Wati is the world's leading WhatsApp-first conversational growth platform, empowering businesses to build deeper customer relationships and accelerate revenue growth.Trusted and loved by over 14,000 customers across 100+ countries, Wati has established itself as the premier choice for businesses leveraging WhatsApp and other messaging channels to connect with customers on their platform of choice.In a world where real-time interactions drive growth, Wati's story is all about business growth through conversations.At Wati, we believe that every conversation matters, whether it's engaging a first-time prospect, nurturing a qualified lead, or deepening relationships with loyal clients. We transform these conversations into opportunities for building relationships, and strong relationships lead to increased revenue.
Our Platform
The AI-native platform simplifies complex business operations by bringing all customer interactions under one intelligent roof. Designed for scalability and ease of use, our solution delivers a measurable ROI while adapting to businesses of all sizes, from emerging startups to established enterprises.
Our Backing & Partnerships
Wati is proudly backed by world-class investors including Tiger Global, Sequoia Capital, DST Global, and Shopify. As a Premium-tier Partner of Meta, Google, and WhatsApp, we maintain the highest standards of integration and platform excellence.
What You’ll Be Doing
As a Customer Success Manager, you will play a critical role in ensuring the long-term success and satisfaction of our customers. Your mission will be to drive customer adoption, retention, and expansion by being a trusted advisor and strategic partner.
Key Responsibilities:
- Own a portfolio of high-value clients and build strong, lasting relationships with decision-makers and stakeholders.
- Lead quarterly business reviews (QBRs) and regular check-ins to understand client goals, review product usage, and identify success opportunities.
- Drive renewals by proactively managing contract timelines and ensuring customer satisfaction and ROI.
- Identify and execute expansion opportunities by aligning Wati’s offerings with evolving customer needs.
- Provide actionable insights and benchmarking data to help clients evaluate their performance, uncover opportunities, and guide strategic decisions.
- Be the customer’s advocate within Wati—working closely with product, support, and onboarding teams to ensure customer feedback is heard and acted upon.
- Educate clients on new features, best practices, and use cases to maximize product adoption and success.
- Maintain accurate customer health scores, renewal and expansion forecasts, and activity tracking in CRM tools.
- Support new initiatives and contribute to building scalable success playbooks and processes.
Requirements
What We’re Looking For
- 6+ years of experience in customer success, account management, or consulting roles in SaaS or tech companies.
- Proven track record of managing customer relationships, driving renewals, and expanding accounts.
- Strong business acumen with the ability to understand client objectives and translate them into actionable plans.
- Excellent communication and presentation skills, with experience leading business reviews and executive-level conversations.
- Highly organized with a proactive and consultative approach to customer engagement.
- A growth mindset, collaborative nature, and a genuine passion for helping customers succeed.
- Excellent communication skills in English, proficiency in Malay, Mandarin and Cantonese is highly preferred.
- Experience using CRM tools (HubSpot, Salesforce, etc.)
Nice to Have
- Experience working with Shopify merchants, WhatsApp Business API, or CRM/MarTech tools.
- Worked at SaaS industry before, worked with our competitors before.
Why Join Us?
- Be part of a fast-paced, global team shaping the future of conversational commerce.
- Work with talented teammates across continents who value transparency, curiosity, and customer obsession.
- Opportunity to grow with the company and take on increasing responsibility as we scale.
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